Hi, I’m
Abidin M Khan
Client Servicing
Wadala (w)
Summary
Currently, I am seeking a position where I can contribute to uphold strong my performance standards. As a member of your management team, I am confident that my innovative results focused approach would make significant contribution to the continued success of your organization.
In today’s highly competitive fast-paced market, organizations need strong and aggressive leadership to meet ever-changing business development goals. I am certain I can contribute this level of performance to your leadership team, and I invite you to consider my qualifications and accomplishments. With an experience of 18+ years my core competencies include : Dynamic, entrepreneurial, Operations professional with a good track record of achievement and demonstrated expertise in Client Servicing and Team development. Adept at driving growth of Company revenues and improving team performance. Exceptional Mentor and coach with good analytical and skills. Tenacious in building new business, securing customer loyalty, good comprehensive and Presentation skills. A self-motivated innovator with demonstrated ability to liaison with Team Members, maintaining Customer relations, handling Operations.
Overview
19
years of professional experience
5
Languages
Work History
AON India Insurance Brokers
Regional Client Service Manager / Senior Manager – Health Solutions
11.2022 - Current
Job overview
- As Regional CSM responsible for Service Delivery of a Cliental base of 90 + Accounts for Mumbai Region
- The Service Delivery includes GMC, GPA and GTL Policies under EB – Business policies with premium of approx 350 + Cr
- Leading 2 teams comprising of 13 Members (11 Client Service Managers + 2 Data Managers)
- Responsible for Business Process Calibration within the purview of designed service model leading to enhance Client experience.
- Responsible for Database management which includes Maintenance and Processing of Member level Master data for Endorsements, Reconciliation along with Monthly CD statements
- Responsible for Periodic Meetings with Client to identify Gaps in Service Delivery and End to End Resolutions on Escalations
- Conducting Due Diligence Audit for CS & Data team to ensure the Data Privacy with accuracy of data transactions
- Obtaining Quarterly Client Feedback survey report to identify growth opportunities and Evaluate service deliverables performance.
- Evaluating Teams Performance, Development areas and Growth opportunities.
- Currently working in Central Health Operations team, leading Claims data automation project for business analytics on global tool.
- Ensuring data flow efficiency within the Industry regulation and compliance purview.
Medi Assist Insurance TPA Pvt Ltd
Senior Manager – Account Management
06.2015 - 11.2022
Job overview
- Managing a portfolio of 178 Cr with 350+ Policies and this has been retained with 30% of organic Growth in current year
- Managing End to End Analysis, Reviews, Grievance, BAU along with team of 12 members
- Responsible for improving customer experience and facilitate organic growth
- Involved in Recruitment, mentoring, development and nurture an environment where employees can excel through encouragement and empowerment
- The Role also Involves Forecasting, Scheduling and Execution of resources in order to achieve given KRA’s
- Moved in to Account Management Central Team started handling Training and development portion for Pan India Account Management employees
- The Role was focused on Training and Development for Existing and New Account Management Employees that includes detailed knowledge of complete TPA and Health Insurance Claim Processing
- Involved in Project based on Web Tool Kapture CRM, Chatbot and Virtual Helpdesk managing same at Pan India front
- The Core Objective of project is Unified Account Management View, Governance Schedule and adherence, Teams effectiveness and performance and Account Health / reporting / Dashboards
- Currently Managing Portfolio of Managed Customer Support Voice and Front Desk Operations for 3.5 Years
- Key Initiatives Constructed
- Initiated smart Notes for Call disposition in order to save CRE Call handling time, this has resulted in approx
- 15 sec reduction in Overall Call Handling time
- Initiated dedicated monitoring of repeated calls in order to curb down the repeat conversation percentage
Firstsource Solutions Ltd
Process Leader (Operations)
04.2012 - 07.2014
Job overview
- Mentoring the Inbound Operations and Escalations team for Airtel Prepaid Platinum Customers
- Organized training workshops / Refreshers to improve the performance of the associates who were lagging behind in terms of Target benchmark
- Create Daily /Weekly Schedules to ensure appropriate coverage of assigned task
- Responsible for service level forecast of increasing revenue growth and delivery of production
- Handling Layer 1 Offline issues and ensures Real Time solutions from respective Circle Clients
- Initiating separate training /Refresher programs for BQM (Bottom Quartile Management)
- Responsible for RCA during Downtimes if Volumes being impacted
- Initiated Time and Motion Study workshop for close looping of performance defaulters
- Key Projects Undertaken
- Project Name: I – Tag, Duration: 8 Months
- Project Name: Project Niyantran, Duration: 4 Months
- Project Name: NSS (Net Satisfaction Survey), Duration: 4 Months
- Project Name: Repeat Marshall, Duration: 3 Months
- Achievements: Awarded for Best Upsell team of the month (March 13), Awarded as Star Magician in Oct and Dec13, Awarded as STAR Team for Oct, Nov and Dec 13
Intelenet Global Services (a Serco Company)
Team Leader (Operations)
07.2011 - 02.2012
Job overview
- Handling Operations team of 23 CSR
- Driving revenue growth through the development and management of the inbound calls for Vodafone postpaid customers
- Responsible for planning of new process launches for smooth operations
- Develop and implement service initiative to reduce ACHT and improve APR
- Mentoring for training, feedback and Refreshers as per process requirement
- Responsible for making sure that any gaps in performance or quality are quickly identified and addressed
- Responsible to arrange weekly team meets focusing on targets and achievements
Standard Chartered Finance Ltd
Assistant Team Manager
10.2009 - 01.2011
Job overview
- Handling team of 22 Phone Banking officers along with 2 Junior Team Leaders
- Tracking sales activities, providing sales forecasts, and creating and analyzing metrics that drive results
- The job involves strategizing and implementing action (s) aimed at business development
- Responsible for Business development activities including Training, Service support and Corporate Tie ups etc
- Formulating Performance Score card (ESAU) on monthly basis and maintaining ratings too
- Achievements: Awarded by Reg HR Manager as Rising Star for over achieving quarters performance
Delta / I process Services India Pvt Ltd (ICICI Lombard GIC LTD)
Team Leader
04.2006 - 10.2009
Job overview
- Joined as TSO (Tele Sales Officer)
- Got Promoted as Team Leader in Dec 2006
- Handling 20 TSO (Tele Sales Officer)
- Completely responsible for business drive and backend
- Got Promoted as IL Booking officer for vertical in Mar 08
- Increase business retention as much as 100%, so that it produces better returns on our efforts and Goodwill to the company
- Responsible for Quality monitoring and Cancellation reductions
- Achievements: Awarded by National Sales Manager for 1st Rank in ACE Achievers Club, July 2007, Awarded by Regional Sales Manager for Performance Excellence award, (PAN INDIA), Aug 07, Awarded by National Sales Manager for Performance Excellence award, (PAN INDIA), Oct 07
Education
Mumbai University
M – com
Skills
Client Relationship Management
Accomplishments
- Awarded for Best Upsell team of the month (March 13)
- Awarded as Star Magician in Oct and Dec 13
- Awarded as STAR Team for Oct, Nov and Dec 13
- Awarded by Reg HR Manager as Rising Star for over achieving quarters performance
- Awarded by National Sales Manager for 1st Rank in ACE Achievers Club, July 2007
- Awarded by Regional Sales Manager for Performance Excellence award, (PAN INDIA), Aug 07
- Awarded by National Sales Manager for Performance Excellence award, (PAN INDIA), Oct 07
Family
Spouse & 2 Children
Personal Information
- Date of Birth: 09/05/86
- Nationality: Indian
- Marital Status: Married
Overview - Summary
Dynamic, entrepreneurial, Operations professional with a good track record of achievement and demonstrated expertise in Customer Service and Team management. Adept at driving growth of Company revenues and improving team performance. Exceptional Mentor and coach with good analytical skills. Tenacious in building new business, securing customer loyalty, good comprehensive and Presentation skills. A self-motivated innovator with demonstrated ability to liaison with Team Members, maintaining Customer relations, handling Operations.
Timeline
Regional Client Service Manager / Senior Manager – Health Solutions
AON India Insurance Brokers
11.2022 - Current
Senior Manager – Account Management
Medi Assist Insurance TPA Pvt Ltd
06.2015 - 11.2022
Process Leader (Operations)
Firstsource Solutions Ltd
04.2012 - 07.2014
Team Leader (Operations)
Intelenet Global Services (a Serco Company)
07.2011 - 02.2012
Assistant Team Manager
Standard Chartered Finance Ltd
10.2009 - 01.2011
Team Leader
Delta / I process Services India Pvt Ltd (ICICI Lombard GIC LTD)
04.2006 - 10.2009
Mumbai University
M – com
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